Emirates
Job Purpose
At Emirates, we connect the world through our global hub in Dubai, ensuring our customers always Fly Better. As one of the most recognised and admired brands globally, we are driven by innovation, ambition, and excellence.
We are seeking a Customer Service & Ticketing Lead to supervise operations at our airport kiosks and ticketing desks. In this role, you’ll ensure seamless travel experiences, resolve customer enquiries effectively, and maximise revenue through ancillary sales and Emirates commercial products.
What You’ll Do
Ticketing & Reservation
- Deliver tailored customer service by understanding individual travel needs.
- Handle reservations accurately, calculate fares, complete documentation, and advise on travel requirements (passport, visa, health).
Ancillary Sales
- Promote airport upgrades, extra legroom, and excess baggage services to increase revenue.
Commercial Emirates Products
- Enhance customer journeys by promoting Emirates commercial offerings.
Skywards Programme
- Act as the local subject matter expert for Skywards.
- Promote benefits, address enquiries, and encourage participation through regular briefings.
Sales Administration
- Monitor and document sales activity daily/weekly/monthly/annually.
- Reconcile cash and card payments, ensuring compliance with local regulations.
Passenger Acceptance & Disruption Handling
- Support with special cases (unaccompanied minors, medical assistance).
- Proactively rebook customers, arrange hotel stays, and manage denied boarding situations.
Airport Operations Support
- Assist with check-in, boarding, lounge, and ramp activities when required to maintain service levels.
Who You Are
- A confident communicator who thrives in fast-paced airport environments.
- Experienced in fares & ticketing with relevant ticketing course completion.
- Minimum of 2 years airport experience and 2 years ticketing experience.
You’ll have an edge if you:
- Have proven experience driving revenue in an airport environment.
- Speak additional languages.
- Hold qualifications in customer service.
Things to Consider
- You must have the unrestricted right to live and work in the UK (evidence required with application).
- You must pass a 5-year background check and DBS clearance to obtain an airport ID.
- This role is shift-based (4 days on, 2 days off) on a roster pattern.
Salary & Benefits
We believe in rewarding our colleagues for their contribution to our success. As a Customer Service & Ticketing Lead, you’ll enjoy:
- Competitive basic salary plus shift, transport, and meal allowances.
- Annual guaranteed bonus (November) and a profit share scheme (May, non-contractual).
- Private medical insurance, health cash plan, and employee assistance programme.
- Generous annual leave from day one.
- Discounted flights and hotels worldwide for you and your family.
To apply for this job please visit www.emiratesgroupcareers.com.